Connectivity
Connectivity and managing Your Comcast Business network
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Customer Support Escalation Path for internet connectivity

I am having a problem with the internet connectivity at my company.  We have been working with Comcast for multiple weeks now through a number of phone calls.  I have had technicians reset configurations, change the coax from my office to the closet and change out my modem.  Still, my users complain of intermittent slow service, including timeouts, for services critical to my business.  Is there any department at Comcast that I can escalate to that will take ownership of my problem and work with me to resolve it?  I am actively looking to replace Comcast because there appears to be no end to these issues.

 

Thanks for any assistance you can provide.

 

 

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Re: Customer Support Escalation Path for internet connectivity

Headover to http://192.168.100.1 or http://10.0.0.1 or http://10.1.10.1/ and post the signal levels from your modem. Try to grab them during or right after an incident and post them here for us to see.  Also, what does your network look like? The coax comes in from the street, than where does it go? 

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Re: Customer Support Escalation Path for internet connectivity

Hi Kraze:

Thanks for the response.  I just had the modem swapped yesterday.  The cable is in a office building.  It comes from the wiring closet in the hall.  I has escalate to a supervisor in customer support and they are sending another technician.  This time they are going to check stuff outside my office to see if there are issues.

 

s

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Re: Customer Support Escalation Path for internet connectivity

Also, it would help if you posted what kind of modem you have. If you have a Netgear, they have been nototiusbly bad. You will find several threads from folks regarding their netters woes

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Trusted Forum Contributor

Re: Customer Support Escalation Path for internet connectivity

Headover to http://192.168.100.1 or http://10.0.0.1 or http://10.1.10.1/ and post the signal levels from your modem. Try to grab them during or right after an incident and post them here for us to see.  Also, what does your network look like? The coax comes in from the street, than where does it go? 

View solution in original post

Highlighted
New Member

Re: Customer Support Escalation Path for internet connectivity

Hi Kraze:

Thanks for the response.  I just had the modem swapped yesterday.  The cable is in a office building.  It comes from the wiring closet in the hall.  I has escalate to a supervisor in customer support and they are sending another technician.  This time they are going to check stuff outside my office to see if there are issues.

 

s

View solution in original post

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Highlighted
New Contributor

Re: Customer Support Escalation Path for internet connectivity

Also, it would help if you posted what kind of modem you have. If you have a Netgear, they have been nototiusbly bad. You will find several threads from folks regarding their netters woes

View solution in original post

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